"I took a chain I bought for my husband as an anniversary present and the repair was terrible! Not only did they remove an inch from the chain they never called to ask if that was ok. They depreciated the value of the chain and shared $250 to do that. Im blown away I escalated my issue because the clerk referred to a $3000 gold chain as being similar to a tin can that cannot be repaired well after we returned to pick up the repaired item and verbalized not being happy with it. They did nothing!! They took our money and said that's the best we can do. Do yourself a favor go anywhere but Kay Jewelers. They have no interest in making their customers happy.
Unhappy Customer"
"On 4/23/22 my then fiancé and I went to the Kay Jewelers in the Westfarms mall in CT to do ring shopping. We found a wedding and engagement ring she loved, I bought it with the lifetime warranty, and they were sent out for resizing. It took two weeks for them to come back in, I picked them up, and everything seemed to be fine. I learned shortly there after that my “fiancé” was cheating on me and leaving me for the other guy. I became suicidal and was sent to the hospital on 5/25/22 and not released until 6/8. I went to the store to return the rings on 6/9 to get rid of the things that only triggered terrible memories and to get the money I wasted back. I told I could not return them because it had been more than 30 days and they would not make exceptions no matter what my situation was. I decided to take my issue to corporate as I wasn’t in the state of mind to be thinking about return policies in the sliver of time I could have made the return and I didn’t want to make an exchange for another piece that would only remind me of what happened, hoping to find some compassion. After a week of trying I found none as Kay would not make exceptions to their policy as if they did it once then they’d have to do it again. I was able to get corporate to allow me to make the exchange for the amount that I have paid on the rings instead of keeping me on the hook for the 4k$ I still owed on the ring. I do have to wait for the manager to return to the store to make the exchange and, based on my past experience, I doubt she’ll make it easy. Even if it is, I’m still left with something that only reminds me of this nightmare that I’ll have to try and sell to try to recoup a fraction of my losses.
In short, don’t buy from Kay Jewelers. They don’t care about you."
"These guys are the worst. If you like the Used Car Sales business, then maybe you'll like these guys!! Complete rip=offs, and they charge you for everything they do! Prices ****, and their policies are garbage! Go to literally any other jeweler....these guys are scammers!!!"
"My story. A horrible day experience: I searched high and low for months only to find the perfect engagement ring on Kay Jewelers. The ring said that it was available in a store about 50+ miles from my home and that it can be ready for pick up in 4hrs. I immediately placed the order thru affirm and couldn’t want to get the ring for a surprise engagement. After check out I received a confirmation but the confirmation was weird. It stated that the order would be sent out to the store located 50+ miles away from my home. I called the service rep at Kay Jewelers and informed them that I received an email confirmation stating that the ring I ordered was being sent out to the store when initially online it was in store for pick up so something must be wrong. The rep notified me that the ring might not be in the store and that mistakes like this happen and not to worry. If I had known that I would’ve had the ring shipped to a store much closer. The rep also stated that I would receive an email confirmation once the ring arrived at the store. I waited several days before receiving the email that the ring was ready for pick up. I drove about an hour and 30min to Kay Jewelers at 2131 Holmdel Parcel
2131 ST. HWY. 35
STE. 101
Holmdel 07733. When I arrived I was greeted rather strangely but In a polite manner I notified the store clerk that I had a confirmation for a pick up. The clerk stated that I did not need any confirmation number only my name. I provided my name and the clerk verified that the ring did in fact get delivered the day of. When the clerk opened the box I noticed that it was the WRONG ring"
"The turnaround time for resizing rings takes forever, even for the simplest wedding bands. "
"Kay jewelers online service is hot garbage, worst trash ever. Do not buy from them. Their customer service department should be called sewage department coz all I want to do is take a huge dump on their whole team. If the online section is anything like your customer service it’s no wonder people give you craptastic reviews. Stop displaying deals that are not actually available for purchase."
"Kay canceled my 3 orders in a row. Everytime they say it was an inventory issue. I spoke to many agents at kay. Its just not possible, its a fraud."
"Never order from here or purchase! Going on a month and yet no RINg, no resolution and my money has yet to be refunded and it’s past 30 days! My next stop will be Facebook to let everyone else no NOT TO BUY FROM THEM!"
"Bough a engagement ring and was told I would have 0percent interest for twelve months just looked at bill and realized I’m being charged 29 percent called customer service and was told there is nothing they can do for it requested to talk to manager and he said he would file dispute but it will take 60 days place is a joke everyone in the genius card services program should be fired if it we’re up to me!!!!! Stay away from this company "
"I will be canceling this my order. I order a ring for my 15 year wedding anniversary. I clearly remember selecting the$30 option for over night to Kay Jewelers store closest location since purchased online. I can escalated to a manager advise I would pay more I just needed to ring. Which I PAID IN FULL FOR AND SHIPPING!!! They told me can not ship item any fast and will go out 11/09/2020... How is it you can ship any faster. This is pooooorr customer service and again I offered to pay what ever for the expedited process. I will go to Jared’s instead. This makes no sense and when I am will to pay more if need be and you have till what a week to send it and pay $30. I will be reviewing on all social media sites. First and last time!!!!
"
"I ordered an engagement sent May 9th and it was set for two delivery but scheduled to arrive June 22. Given the Covid pandemic, I understood the shipping issue. Fast forward to July 3 and I still have no ring. I am proposing on July 25. I call their customer service and after 20 minutes get someone on and they say it wont ship until mid to late July. I tell them I need it by mid to late July. They offer to do a store transfer after finding the ring at a retail store. I call Fayette Mall and they say they cant do that and if they did I would have to cancel my ring, reorder it through them and wait for shipping which would be at least 3 week process. I call customer service a week after to check on the ring. On hold for 45 minutes and have to hang up before anyone answers the call when my girlfriend gets home from work. I call the next day and stay on hold for 30 minutes before someone answers. Still not shipped. I tell them they need to overnight the ring from the store to me. They say only a supervisor can do that. I ask for a supervisor and they put me on a call list to be called the next day. Next day, no call. I called them and wait on hold for 20 minutes. Finally an answer. I explain what has happened and that a supervisor was supposed to call me and didn't. Get placed back on hold for 45 minutes and then hung up on. I called back and was on hold for 20 minutes again before someone answered and I finally cancelled the order. This representative told me supervisors dont call back until a week after the complaint and it would be three weeks before I was refunded. I ended having to go to a local jewelry store and spending $700 more so I could have a ring. At this point, I'm nearly one week from my planned proposal date (our two year dating anniversary). On July 21 a supervisor calls while I'm working, so I miss the call and he tells me all the issues were from Covid and he is sorry and if there is anything they can do to make things right let me know. Shipping I get but not for 2 months delay. Covid didn't shut down all lines of communication. Covid didnt continue to give me the run around and different answers from different Kay employees. When I tried to call the supervisor back, you wont believe it but I was placed on hold for 45 minutes then disconnected. I finally got on customer care chat and was told "We dont do anything for shipping issues." I told them I would be leaving reviews and contacting BBB and I was told "that's fine, have a good day""
"Absolutely miserable experience. My boyfriend placed an order on May 3rd for mother's day. We were made aware at checkout that shipping may be a bit delayed. Okay, we are in a pandemic, no worries. Eventually we were told that it would ship on June 24th. Absolutely ridiculous that it would take so long, but fine, we will wait. June 26th we check the status, still pending. I contact them by chat they now tell me it won't ship until at least August 30th. Excuse me? I placed the order on the 3rd of May. Okay, fine I would like a refund... their response, nope we can only refund an hour after the purchase is placed! Okay I would like to speak to a manager.. "No they will just tell you what I've already told you." I've now tried twice today to get ahold of them, spent over an hour on hold and have yet to speak to a human. Never ever will I purchase from Kay again. The worst customer service I have ever experienced."
"My husband ordered a ring for me for my birthday. He ordered it on May 7th and it was supposed to be delivered by June 19th. It is now almost 10 weeks since the order has been placed and still no ring. I tried on several occasions to speak to a real person on the phone only to never to speak to someone after waiting for over an hour. I tried on multiple occasions to contact someone on their live chat only for it to not be available. When I finally did chat with someone I was told they are working at 10% capacity due to covid and that they only ship items out once a week and that if I wanted to I could request a refund but it was not guaranteed. I’m just beyond frustrated with their customer service or for better terms lack of customer service. I will never recommend or purchase another item through their online store. "
"I placed an order in May, as of today July 8th I have not received my order. I have called on at 5 occasions I was told the vendor is working at 10% due to covid, and that a supervisor would call me back with more information. Today July 8th I ha e been on hold for 1hr and 20 mins. Since the supervisors has not called me back. This is the worst customer service experience I have ever encountered."
"My husband placed an order for a necklace for me for Mother's Day - placed by the necessary order by date for on time shipping for Mother's Day. The order is still in PENDING status with an update that it will not ship for another 2 months. Funny his card was charged the day of the order - and he cannot cancel without going through a lengthy process which MIGHT RESULT IN DENIAL? ... this is not a custom order...
DO NOT order from Kay. This is beyond upsetting. The poor guy tried doing something so sweet for my first Mother's Day, and he is just so disappointed. He feels bad. He shouldn't have to feel bad. Kay should have refunded him the second it wasn't delivered on time so he could go pick something else out. This is just criminal and really taking advantage of the current situation - this is NOT pandemic related it is crap customer service related.
Treat your customers better. Please approve his cancellation request and let's move on. I will report this to the BBB."